Complaints Procedure

At Homestyle Nationwide Ltd we take all complaints by our members very seriously. All members of staff are expected to handle complaints with professionalism, courtesy and patience.

Under rules issued by the Financial Conduct Authority (FCA), the regulatory authority that authorises and regulates Homestyle Nationwide Ltd, all companies must have in place effective and appropriate procedures for dealing with complaints.

The Financial Ombudsman Service (FOS) is an independent body to resolve customer complaints. It deals with businesses regulated by the FCA where complaints have been logged but not resolved by the business concerned.

At Homestyle Nationwide Ltd we try to resolve complaints received by us efficiency and effectively and to this end we follow the procedure set out below:

You can make a complaint to us in the following ways:

By email to
By Phone to 0208 102 8766 
By Message via Social Media on Facebook or Twitter
By Post to  Homestyle, Attwood Farm, Stable Office, Bodle Street Green, Hailsham, BN27 4RA

To submit a complaint Click Here

On receipt of a complaint, we will respond to the complainant promptly in writing, acknowledging the issues and providing early reassurance that it has been received and that we are dealing with it.

We will ensure the member who has raised the complaint is kept informed thereafter of the progress and of the measures being taken for the complaint’s resolution.

We will, where possible, no later than eight weeks following receipt of the complaint, send the complainant, a ‘final response’, which is a written response from Homestyle Nationwide Ltd which either accepts the complaint and, where appropriate, offers redress or remedial action, or rejects the complaint and gives reasons for doing so. In the unlikely event we are unable to provide a final response within 8 weeks we will advise you at that time when you can expect a final response, explain why we have not been able to provide a final response and inform the complainant that they will then be able to refer the complaint to the FOS .

Their details are:
Address: Exchange Tower, Harbour Exchange Square, London E14 9SR
Phone: 0800 023 4567

What protection do I have?
If you are unhappy about the service you have received you should firstly contact Homestyle Nationwide limited. This gives us the chance to put things right.

Should you remain dissatisfied you maybe entitled to refer your complaint to the Financial Ombudsman Service who will investigate the complaint independently and make a ruling. The FOS work with customers and the firm you are complaining about to resolve a complaint, and when they do have to make a ruling it is binding upon the firm. Full details of how to contact the FOS together with information about how to complain are available from their website – or by telephoning 0800 023 4 567.

If you try to submit a complaint to a firm and the firm is dissolved, or unable to meet its obligations, you may have recourse to the FSCS (Financial Services Compensation Scheme). This service is funded by levies on firms that are authorised by the Financial Conduct Authority to protect customers where firms have closed or gone into liquidation.